AccountId: 011433970860
ContactId: ec38c110-c87d-47f1-b6f8-a3cf32bb96b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202729 ms
Total Talk Time (AGENT): 72469 ms
Total Talk Time (CUSTOMER): 69234 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ec38c110-c87d-47f1-b6f8-a3cf32bb96b4_20250520T14:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. My name is [PII]. I would like to know the status of the claim.
[AGENT][POSITIVE] OK I'll be more than happy to help you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Just one.
[AGENT][NEUTRAL] Alright, and may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] I'm gonna
[CUSTOMER][NEUTRAL] [PII], no extension, policy number 02573500.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, just a second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] [PII] bill amount $180.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And that was [PII] $180.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The the facility name?
[CUSTOMER][NEUTRAL] Oh, Lehigh Valley Physicians Group, more specifically LBPG Family Medicine.
[AGENT][NEUTRAL] OK, so we only, so there's no claim on file for your data service or the total bills. Um, there's also a different provider here. So we don't have a claim on file, but there's no timely filing, so you can submit the claim if you'd like to.
[CUSTOMER][NEUTRAL] Thank you. um, may I please have the mailing address just to confirm that we sent this to the right place?
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] A valid
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] Thank you. I really appreciate it. Well, I will submit the claim. Thank you so much for your help. Uh, all that I need is the reference number and that will be it.
[AGENT][NEUTRAL] Alright, so there's no call reference number, but you can use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you I really appreciate it and have a great day.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yep.